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Product features are a secondary aspect of performance and are another dimension of perceived quality. They are often the 'bells and whistles' of products which supplement their basic functioning. Features often involve objective and measurable performance attributes reflecting objective individual needs (not prejudices) which can affect the customers in determining quality differences. A flexible approach in developing product features can be used as an advantage to increase customer satisfaction. We'll use the same set of examples we used to show performance aspects to illustrate this secondary aspect of quality.
- Automobiles
- entertainment system
- antilock brakes
- reclining seats
- Television
- automatic tuners
- multi-system capability
- ease of handling remote control
- Nicam
- Internet service provider
- free outdoor Wi-Fi services.
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